Invoices Troubleshooting

This page focuses on solving issues related to creating invoices and accepting invoice payments.

IMPORTANT

The Invoices feature is a limited pre-release beta version. To learn what to expect and how to provide feedback, visit our Invoices Beta Overview.

Table of Contents

Invoice Creation Issues

This section covers problems associated with creating invoices in BackOffice.

A customer is missing from the ‘Bill To’ drop-down.

Customers only appear in the ‘Bill To’ drop-down if they are on the Customer List and have an email address assigned to them.

  1. Click ‘Customers’ and select ‘Customer List’.
  2. Search for the customer.
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  3. Follow the specific steps below that reflect if the customer is on the list.
  • If the customer does appear on the Customer List:
    1. Click the customer.

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    2. Enter their email address.

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    3. Click ‘OK’ to save.

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    4. Assign the customer to an invoice.
  • If the customer does not appear on the Customer List:
    1. Add a new customer with an email address.
    2. Assign the customer to an invoice.

    My invoice logo is incorrect.

    Invoices display your email receipt logo. Upload a new image file to update the logo on invoices, email receipts, and, if enabled, paper receipts.

    This updates new invoices and existing drafts. ‘Open’, ‘Paid’, and ‘Past Due’ invoices are unaffected.

    1. Click ‘Settings’ and select ‘Receipts and Tips’.
    2. Click the ‘Email Receipt’ tab.
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    3. Follow the steps here to add a logo.

      For best results, place the logo in the center of the image file as the image will be cropped to fit invoices.

    The business name or address on my invoices is incorrect.

    Invoices display the store name and business information from your paper receipt. Edit these details to update both invoices and paper receipts.

    This updates new invoices and existing drafts. ‘Open’, ‘Paid’, and ‘Past Due’ invoices are unaffected.

    1. Click ‘Settings’ and select ‘Receipts and Tips’.
    2. Click the ‘Paper Receipt’ tab.
    3. Revise the ‘Store Name’ and/or address information.
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    4. Click ‘Save’.
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    Invoice Management Issues

    Look no further for help with issues related to editing, deleting, and changing the status of invoices.

    I cannot edit or delete an invoice.

    Only invoice drafts can be edited and deleted. Invoices that have been printed, emailed, or marked as paid cannot be modified. If your invoice is saved as a draft, visit our Invoices article to learn how to edit or delete it.

    I accidentally marked an invoice as paid.

    At this time, there is no way to remove the ‘Paid’ status from an invoice. The invoice will remain on the Invoices screen but will not affect sales reporting.

    “Ensure that quantity and price are above zero”

    This error occurs when saving an invoice with an item whose invoice quantity or price is not above 0.

    1. Fix items with quantities less than or equal to 0.

      Either remove these from the invoice or enter a new quantity greater than 0.

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    2. Fix items with prices less than or equal to 0.

      Either remove these from the invoice or enter a new price greater than 0 (open priced items only).

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    "Items priced at the time of sale cannot have decimals"

    This error occurs when saving an invoice with an item whose invoice quantity contains a decimal. Decimal quantities are only supported for unit priced items.

    1. Fix items with a decimal in their quantity.

      Either remove these items and replace them with unit priced items or enter a whole number quantity.

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    “Ensure that discount amounts are above zero”

    This error occurs when saving an invoice containing items with discounts below 0.

    1. Fix items with discount amounts less than 0.

      Either set the discount to 0 to remove it or enter a discount amount greater than 0.

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    “Ensure that discount amounts are less than the item subtotal”

    This error occurs when saving an invoice containing items with discounts which exceed those items’ subtotals.

    1. Fix items with discount amounts exceeding those items’ subtotals.

      Either set the discount to 0 to remove it or enter a discount amount less than the item subtotal.

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    “Choose a customer to bill the invoice to”

    This error appears when saving an invoice without a customer assigned to it.

    1. From the 'Bill To' drop-down, select a customer to assign to the invoice.
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    “Date must be in the future”

    This error occurs when saving an invoice with a due date before the current date.

    1. Click the date icon and select a future due date.
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    Invoice Payment Issues

    If you have trouble setting up online payments processing or accepting invoice payments online or at the register, we can help.

    I rang up the wrong invoice items at the register.

    A sale cannot be undone, but inventory quantities can be balanced by returning the sale and ringing up the correct items.

    1. Return the original sale.
    2. Ring up a new sale for the items on the invoice.

    “An error has occurred. Please contact us if the problem persists.”

    This error appears when there is an internet connection problem while submitting credentials to set up online payments for invoices.

    1. Check your internet connection.
    2. Click ‘Submit Credentials’ to resubmit.

    I need to update my online payments credentials.

    If you made a mistake when submitting online payments credentials or one of the credentials needs to be updated, contact us to make the relevant changes.

    1. Send an email to paymentssupport@shopkeep.com from the Business Owner email requesting a change to your DBA, MID, or Transarmor Token.

    “Online payments cannot be completed at this time. Please contact sender.”

    This error appears when a customer tries to pay an invoice online, but your account has not been set up properly for online payments.

    1. Make sure you followed the steps to set up online payments.
    2. If something has changed, follow the steps to submit updated online payments credentials.
    3. Contact us for further assistance.

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